1. Daniel A. Ranger
24 Summer St, Lewiston, ME 04240 • (207) 402-1638 • Miletech@live.com
Objective: To inspire and motivate, to be challenged and apply my unique perspective.
Professional Experience:
Xerox Commercial Solutions, LLC Lewiston, ME 04/2013-Present
Team Lead: 12/2014-10/2015 & 02/2016-Present
 Nominated to launch a new Business Unit “Sam’s Club”, in April of 2016 based on performance from Allstate
 Provide One-on-One coaching sessions by side-jacking with assigned agents for consistent quality improvement
 Answer questions quickly across the floor to improve overall site efficiency with an Agent-First Mentality
 Always strives to encourage agents,fostering an environment in which to develop the leadership of our future
 Approachable for questions while not on floor support to ensure accurate information is shared and build rapport
 Committed to dedicating attention for agents to help them reply rather than react during difficult situations
 Continue to be self-improving of proper and effective communication in all aspects in and out of the workplace
 Provide opportunity for Rescue Associate (RA) to write weekly articles for the “Silence of the GoodsHands"
newsletter; promoting RA involvement in leadership tasks and building teamwork
 Consistently improved Average Handle Time (AHT) from Jan (12:23) to Mar (9:36) vs company goal of 10:00
 Exceeded the company Quality Assurance (QA) goal of 94.00% with 99.10% for Feb to 100.00% for Mar
 Decreased after callwork time from 5:13 - 2:32 for the months of Jan to Mar vs. company goal of under 3:00
Senior Team Lead: 10/2015-02/2016
 Ensured positive reinforcement, especially when RAs ask questions that they feel they should have known
 Lead a variety of classes with assigned groups to aid in system navigation, mapping skills and time management
 Provided opportunity for RAs to side-jack with me to demonstrate the sort of speed and fluidity they can achieve
using the shortcuts and other tools they were introduced to during the AHT class
 Networked with RAs to create an individualized coaching strategy to best provide critical feedback to ensure the
most effective OMI is established and give the agent a chance to express what does and does not work with them
Mentor: 04/2014-12/2014
 Innovated and improved current job aid and reference guides such as: Phonetic Alphabet, Short Cuts and Hotkeys
Guide, Pay Per Use Super-Matrix, Agent In-Call Reference Forms and the Preferred Non-Contracted Provider list
 Created weekly brain and puzzle games for the “Mayhem Report” focusing on improving RA Quality Assurance
 Earned the position of Xerox-Lewiston site wide Newsletter Editor developing the “Announcements” section
 Stood by RAs ready to assist with immediate support while On Job Training (OJT) to increase employee retention
 AHT reduction from 11:51 for Oct of 2014 to 9:58 for Nov of 2014 through dedication to goal achievement
Rescue Associate: 04/2013-04/2014
 Always with a Customer-First Mentality, dispatched roadside assistance services to those in emergency situations
 Resolved billing inquiries, created and upsold accounts,in addition to receiving payments from members
 Created Trip Plan and mapping requests for a variety of roadside agencies to ensure safe arrival to destination
 Maintained a positive can-do attitude during high stress situations where the customer was in imminent danger
 Steadily improved the quality and accuracy of all calls through the OMI self-improvement strategy
Cassandra Hartford – (207) 754-9638
Zachary Lovely-Perfetta – (207) 346-4691
Amy MacArthur – (207) 212-0350